IT Network Technician

ThinkOn is expanding its Infrastructure Planning & Implementation team!

This is an entry-level role for someone starting their career in network operations. As an IT Network Technician at ThinkOn, you'll be the first set of eyes on our network — watching monitoring alerts, working the ticket queue, and making sure our network devices across multiple data centres stay healthy. You'll coordinate directly with carriers, data centre providers, and remote hands technicians to get circuits restored, hardware replaced under RMA, and physical work completed. You'll work alongside senior network engineers who will support your growth, and over time you'll take on more complex troubleshooting and configuration work.

We're looking for someone with solid networking fundamentals (CompTIA Network+ or equivalent knowledge), good follow-through, and the persistence to chase a ticket until it's resolved. Formal work experience is not required — we'll teach you the rest.

ThinkOn is a remote-first organization. At this time, we are welcoming candidates from Toronto, Ontario, Canada for this position. This position will be remote with occasional travel to data centre sites depending on location and need.

You Will:

Alert Monitoring & Triage

• Monitor network and hardware alerts from Zabbix, Grafana, and Opsgenie throughout the business day.
• Perform first-level triage — confirm whether an alert is real, identify the affected device, site, or circuit, and determine impact.
• Follow established run books to resolve known issues and escalate to network engineers when an issue is outside your scope.
• Track recurring or flapping alerts and flag them so the team can address the underlying cause.
• Help keep alerting accurate by reporting false positives and stale monitoring entries.

Ticket Queue Management

• Work the network team ticket queue — pick up, categorize, and prioritize incoming requests and incidents.
• Keep tickets updated with clear, timely notes so anyone picking one up knows exactly where it stands.
• Meet response and resolution targets and escalate before an SLA is at risk rather than after.
• Close the loop with internal requesters and confirm the issue is genuinely resolved before closing a ticket.

Carrier & Circuit Coordination

• Open, manage, and follow up on trouble tickets with carriers and transit/peering providers.
• Gather and provide the information carriers need — circuit IDs, light levels, interface errors, test results, timestamps.
• Coordinate intrusive testing windows and keep internal stakeholders informed of progress and expected restoration times.
• Track carrier maintenance notifications, assess potential impact, and make sure the right people know in advance.
• Chase updates persistently — a carrier ticket sitting untouched is one of the things this role exists to prevent.

Data Centre & Remote Hands Coordination

• Work with data centre providers and remote hands technicians to complete physical work: cable runs, cross-connects, optic swaps, device re-seats, power cycles.
• Write clear, unambiguous remote hands instructions — rack and unit location, port numbers, cable labelling, expected outcome, and verification steps.
• Schedule access, submit tickets to data centre providers, and verify work was completed correctly before closing out.
• Monitor data centre facility notifications (power, cooling, maintenance) and escalate anything that could affect our equipment.

Hardware RMAs & Vendor Management

• Identify failed or failing hardware — switches, routers, line cards, optics, power supplies, fans.
• Open RMA cases with vendors, collect and upload the required diagnostics and logs, and track cases through to replacement.
• Coordinate shipping, receiving, and installation of replacement hardware with data centre staff.
• Maintain accurate records of serial numbers, warranty and support contract coverage, and RMA status.
• Flag devices that fail repeatedly or are approaching end of support.

Documentation & Inventory

• Keep network device inventory, IP address records, and site documentation current and accurate.
• Document what you did and what you learned — new run books, corrections to existing ones, and notes on issues that took time to solve.
• Maintain up-to-date carrier circuit records: circuit IDs, provider contacts, escalation paths, and contract details.

You Have:

• College diploma, degree, or technical certificate in Networking, IT, Computer Systems, or a related field — or equivalent self-taught/practical experience.
• Eligibility to obtain Secret Level Clearance as of your first day of employment. This requires 10+ consecutive years of residency in Canada, as well as a Canadian Citizen.
• CompTIA Network+ or equivalent certification, or demonstrable equivalent knowledge.
• Networking fundamentals: TCP/IP, subnetting, VLANs, DNS, DHCP, routing and switching basics — at the level of CompTIA Network+ or equivalent study/coursework.
• Comfort with the command line: you can SSH into a device, run show commands, and read the output without being intimidated by it.
• Understanding of physical infrastructure: copper vs. fibre, transceiver types, patch panels, racks and rack units, redundant power.
• Basic troubleshooting tools: ping, trace route, and interpreting interface statistics and error counters.
• General computer literacy: comfortable working across multiple web portals, ticketing systems, and monitoring dashboards at once.
• Follow-through. This role lives or dies on chasing open items until they are closed. Nothing should fall through the cracks on your watch.
• Clear written communication. You'll write ticket updates, remote hands instructions, and carrier correspondence every day, and they need to be unambiguous.
• Attention to detail. A wrong port number in a remote hands request can take down a customer.
• Willingness to ask questions. You're expected not to know things yet. You're also expected to ask rather than guess when the stakes are high.
• Composure under pressure. Outages happen. We need you methodical, not rattled.
• Self-direction in a remote environment. You can manage your own queue and time without someone standing over you.

Benefits and Perks: 

• A remote-first culture 
• Competitive compensation package
• Flexible time-off for vacation, plus illness & personal days
• Comprehensive health and dental benefits, including GRSP & 401k Matching Program

About ThinkOn Inc. | Where Data Thrives:

Founded in 2013, ThinkOn is a managed infrastructure services provider (MISP) with a global data center footprint, focused on empowering partners to do whatever they need to do with their data. ThinkOn’s team of data-obsessed experts protect clients’ data like it’s their own, making it more resilient, secure, actionable, and searchable. ThinkOn is Channel First and works with a global network of value-add resellers and managed service providers to provide creative, turnkey Infrastructure-as-a-Service (IaaS), Disaster Recovery-as-a-Service (DRaaS), and Backup-as-a-Service (BaaS) solutions and data management services that are fast, flexible, scalable, highly secure, and cost-effective with predictable pricing and no hidden fees. ThinkOn has data centers located across North America, the United Kingdom, Australia, and the Caribbean.

Recognized for its substantial growth and global success, ThinkOn has been named to several notable lists, including The Globe and Mail’s Report on Business ranking of “Canada’s Top Growing Companies” (2021 and 2022), the Deloitte Technology Fast 500 (2021 and 2022), the Deloitte Technology Fast 50 (2021), CIOReview’s “Most Promising Backup Solution Provider” (2021), the Canadian Business “Growth List,” and Channel Daily News’ “Top 100 Solution Providers” (2021).

ThinkOn is headquartered in Toronto, Ontario. To learn more, visit www.ThinkOn.com

Accessibility Accommodations:

ThinkOn is committed to a workforce that is reflective of diverse populations. We welcome applications from qualified individuals from all backgrounds. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and accessibility standards across Canada, ThinkOn provides accommodations to job applicants with disabilities throughout the recruitment process. If you require accommodations, please let us know and we will work with you to meet your needs. We are committed to a selection process and work environment that is inclusive, equitable, accessible, and adheres to our corporate values.

Learn more about our corporate values at www.ThinkOn.com/values/.